The employee Net Promoter Score (eNPS) is a simple way to track loyalty and pride for your organization. It measures the likelihood of whether an employee would be willing to recommend your organization as a good place to work, and is an important part of the Engagement Metrics in Officevibe.
How the eNPS is calculated
The eNPS is measured by asking the question featured in the image below. When you deploy Officevibe to your organization, every employee will receive the eNPS question in their Onboarding Survey (Survey attached to the invitation). After that, the employees will receive the question again every three months. It's important to note that the question will not be sent at the same time to everyone as Members are sent surveys randomly throughout the week, and have the option to select when they receive their surveys. Also, new hires can join your organization throughout the year and complete their first Survey at any time.
Note: A minimum of three Members must have responded to this question before you will see any data in this section.
Business Rule: The employee's last response to the eNPS question within a 90-day time period will be taken into account in the eNPS score. Any responses which fall outside of that window will not be considered in the score. The variation in scores from the previous week (7 days) is also displayed. If a Member should happen to answer this question twice in the 3-month period, only their last response will be counted.
Depending on how an employee responds to this question, he or she will either be labeled a Promoter (gave a score of 9 or 10), a Passive (gave a score of 7 or 8), or a Detractor (gave a score ranging from 0 to 6).
Note: If an employee chooses to skip or not answer the eNPS question, they will be labeled N/A and impact the calculation of the score as we consider these employees to be Passives (vs. the industry standard which does not include N/As in the calculation of the eNPS). Officevibe is an evolutive platform in which employees are expected to participate, therefore these employees are considered in the audience. This means that a high number of N/A responses can impact your score.
The score is then calculated by subtracting the percentage of Detractors from the percentage of Promoters (% of Promoters -% of Detractors= eNPS).
A company’s score can range from -100 to +100. The score displayed will always include the last data point for all Members. This means that an employee's last answer to the eNPS question will be taken into account in the score calculation until said employee answers the question again.
How to View the eNPS feature
You can view the eNPS at the bottom of the Engagement Metrics located in the Reports tab. You will see the real-time score itself on the left-hand side of the eNPS section. There is also a view of the distribution of the eNPS scores to better understand the calculation.
Note: The Engagement score is a 90-day rolling average from all of the metrics measured by Officevibe, but the eNPS represents only one question, therefore it's only one aspect of overall Engagement. It's not unusual to see a positive eNPS score and a low Engagement score, or vice versa.
You can view how your eNPS score has changed over time by clicking on the "View eNPS History" button. Here you will find the historical data trends of the score, as well as how the distribution has changed over time. You can also hover over any point on the graphs to see the score at that time.
Note: In the Question Results report, the color legend differs and can be red as follows (image below):
- Dark Red = 0-2
- Light Red = 3-4 Yellow = 5-6
- Light Green = 7-8
- Dark Green = 9-10
Question results colours for Ambassadorship eNPS Metric (from survey question).
At any point, you can use the Comparison view to benchmark your score with other clients and/or within your industry. Officevibe will categorize the scores based on the threshold below:
-31 to -60 = Very Low
-1 to -30 = Low
0 to 10 = Good
11 to 30 = Very Good
31 to 60 = Great
61 to 100 = Amazing